> Your assumption is that having a programming layer in a CRM is only for big businesses. But that's not true at all.

I read it to mean that "A programming layer in a CRM is only for those businesses that can afford a programmer", which, TBH, are only big businesses.

Which is why small companies may not be able to afford making Salesforce fir their needs exactly - the cost to hire consultants to come in and panel-beat the system to fit is higher than the cost of continuing with spreadsheets.